Share Industry Knowledge
Share and learn industry best practices based on specific job functions
Can you believe we are just over a week away from Pulse? Not sure about you, but I’m FIRED UP for thousands of professionals in Customer Success, Product, and Community from across the world to learn, celebrate, share, and have fun in our own unique way.It’s been a popular request to meet other customers just like you and we wanted to create a space for you to set up some in person networking opportunities! Comment on this post with your interest area (Example; Digital lead CS, Community management. etc.) to meet folks who are trying to solve a problem just like you! If you have any questions, please reach out! CaraCustomer Advocacy Manager @ Gainsight P.s. Comment on post to continue to meet in person after Pulse. Let's form local user groups from your area if there are enough people interested.
Hi Community! As we continue to develop capabilities around Timeline, we wanted to get your feedback on how you would like to use it in the future. Originally we designed Timeline in response to many customers who wanted a superior note taking tool. They were using systems like OneNote, Evernote and others and it just didn't meet the grade. So we built Timeline. One of our original goals was to provide a high quality repository of customer notes. Different than SFDC activity history, which logs everything and can get pretty noisy, Timeline would be cleaner and easier to find specific human interactions. But things evolve and we want to get your input. We've had some customers ask about having the ability to sync every CoPilot or Advanced Outreach email, CTAs, Milestones, NPS survey responses and even health scores to Timeline. [b][i]What's your point of view? [/b] Should we keep Timeline as a view of human interactions only or would you want to drop automated, system g
Now that you can customize your Timeline Activity types, what additional activity types are others using?
The latest release now gives the Admin the ability to create custom Timeline Activity types. Our CSM's are heavily leveraging the Timeline feature but we are struggling to determine what level of detail we go into for differentiating the types of activities that are logged. Anyone have thoughts on what has worked well when creating these custom activity types?
Congratulations for being selected to speak at Pulse 2023 from the phenomenal Moscone Center, SF!Gainsight has always been passionate about building the Customer Success Community as much as building the software to run the function off it, and Pulse has been the cornerstone to bring it all together.And we must have lost count until we realized that it has been 10years of Pulsating with this passion: online from the last year, as much as it is in the venue, on a forum we’ve named, All About PulseSo we welcome you to share it with us, on the All About Pulse Community, your topic to get us warmed up for your session those of us who would attend in-person and those who can’t, everyone can participate in the ‘Discussion’, and starting today!Calling all speakers toRegister on this Community if you don’t have a profile. Complete your profile with all the details and a nice headshot. If you think you had an earlier profile you can't remember, let us know and we’ll look it up, and update your
Real humans! In person! I’m still finding that a delight (especially since I’m full-time remote). When we raised the curtain for networking at last year’s Pulse, we had dozens of people raise their hand before Pulse! So we wanted to get the ball rolling so that you can have the maximum possible number of rewarding, valuable, and delightful conversations when you’re in San Francisco.Comment below with your top interests for conversations you want to have at Pulse this year (digital CS, community management, exec reporting, etc.) so the people who are looking for you will find you!
Hello Everyone, With the new feature of timeline and the log of activities, I'm curious to know how other companies will encourage CSMs to register customer activities. In our case, today we are using CTAs to log meeting/calls annotations. [list] [*][b]CTAs pros: [/b]can create reports based on CTA reason, duration, etc. [*][b]Timeline pros:[/b] much better interface, formatting, connect with contacts, etc.[/list] This means that if I want to use both, a CSM would need to follow this process: [list=1] [*]Receives a new QBR CTA. [*]Do the call. [*]Take notes logging a new timeline activity (without reason categorization). [*]Go to cockpit and close QBR CTA without annotations.[/list] This would result in a CTA disconnected from its notes. What will you guys going to recommend to your teams? Cheers
Latest Update: Sept 13, 2022 //Gainsight Administrator is a creative, powerful role. It drives career development, it lives in the cutting-edge world of Customer Success Operations, and it’s both a new challenge to a systems administrator veteran and an entry-point for someone looking for a first ‘technical’ role.I know, because I’ve lived it and I’ve seen it. I became a Gainsight Admin in 2015, and earned my Level 3 Certification when it first became available. After transitioning from ‘Gainsight customer’ to ‘Gainsight employee,’ I ran Gainsight’s CS Ops team for 2 years, which included experienced Admins who have since grown into leadership, and first-time Admins who had never configured a piece of software before. In my newest role, I see the experiences of Admins with all levels of experience, plus their managers, on a daily basis. I hear about what they need and what has worked well for them.And I hear how out-of-reach the role can feel for newcomers. It’s intimidating, or confus
A new system Gainsight, wonderful. A new way to work proactively, instead of reactively. What are these Call To Actions (CTAs)? Within the tool, there is an easy way to create an action (task) based on some activity that has occurred or some situation that exists or perhaps there is just some periodic task that should be scheduled. The next bit of information is going to assume the reader is aware of the CTA feature, in general.So what makes a “good CTA?” Without using the canned answer of “it depends”, let me share a couple suggestions around a few specific pieces of a CTA; title, status, priority, type, etc. First of all, don’t just create a CTA because you can. CTAs are easy to create, but one should make sure the CTA has an action that can be taken – hence the name “call to action”. Make sure you are creating a CTA, that has a task or set of tasks that should be completed by the assignee. Creating a CTA, just for awareness, can be valuable, but may end up being clutter in
Please use this blog post as a place to discuss your thoughts on the sessions and topics covered in the track 'Turning CS Ops into a Strategic Advantage'. What did you find the most inspiring?DescriptionHear from CS Operations experts as they share best practices on a range of topics including building a CS Operations function, developing your post-sales operations strategy and roadmap, maturing and scaling your CS strategy to drive efficient growth.
What’s the org structure for your teammates who work on digital-led customer success?Here’s how it’s broken down at Gainsight:1 Director of Digital-Led Programs 1 teammate who develops always-on programs for key customer moments 1 teammate who develops customer communications (emails, virtual events, etc.) 2 teammates who develop in-app messaging 2 CSMs who used a pooled model to assist customers who don’t have a named CSM 1 teammate who manages our customer advocates and orchestrates ‘match’ requests from Sales and CS 1 teammate who provides logistical support for all of the above You could also consider community to be part of the digital/scaled support we offer to customers, and various pieces of community are owned by different teamsWhat does your digital-led team structure look like??(Credit to Emily McGrath, Director of CX @ Drift for bringing up this topic!)
When will we add the ability for other roles besides Admins to access the G360? Admins are not generally the ones driving adoption of Gainsight, so the real value of G360 is for access by Adoption Champions, including Directors and Team Managers. Customers are asking for the ability to have broader use. A way to export and distribute internally would also be helpful. Any way to get the right people looking a the content would be a win-win!
👋 Hi, I’m new here, but I’m very active over on InSpired, the customer community for Insided by Gainsight. I’m excited to attend Pulse for the first time this year and honored to present in the community track. In my session, I’ll be sharing my POV that B2B and B2C communities are products and that they benefit from leveraging product management principles that strengthen your strategy and scale your community operations. Learn about Jobs-to-be-Done, the Product Canvas, and other techniques I have used to unlock the ability to scale via community, even as a team of one. Level up Your Community Strategy and Operations with Product Management Principles11:30 AM-12:15 PM on May 17About me: More than a decade in community management leadership positions in the tech industry, including communities related to SAP, Google Cloud, and (currently) Unqork.
It is great to show the dollars in graphs but there are some graphs that just show the number and I am unable to format the number. For instance when I do a pie chart and say show values it will show me the percentages on the right in the legend and then the number values on the pie charts but it is hard to read "4355695483.98" compared to "$4,355,695,483.98". and it would be nice to be able to round to the closest dollar.
As we begin to build our digital CS model, moving away from a named CSM, we need to establish a cohesive brand and DCS voice across channels that is personal. I'm wondering what other companies are doing when sending post-purchase CS comms without a named CSM. Specifically, what are you using as the from/sender and/or signature? With the rise of creating fictitious characters, are you moving away from generic "XYZ Customer Success" or "Your Customer Success Team"?Examples:Success Team A fictional CSM CCO A fictional character (dog, donkey, etc.)Would love to hear what others are doing and any learnings along the way!
Hi everyone! CSM pooled models (a.k.a. round robin CTA assignments) have been quite the hot topic lately with more and more customers looking for scalable ways to manage their long tail of customers. I know @jean.nairon and others have posted about this concept previously, and so I wanted to share a detailed solution, complete with thorough documentation and a video example from a dev org. Please note that this is meant to be a base foundation for a CSM pooled model, so you may well need to add more nuanced configuration to your own. I’m here to help with any questions or feedback! First, let’s start with the prerequisites. Queue CSM (string) - Purpose is to denote whether a CSM belongs in the pooled model. Manually update from Administration > User Management, and enter “Yes” if they are a Queue CSM. Otherwise leave blank. Queue Next Up Number (number) - This is updated via rule(s) that you have in place for pooled CSM CTAs. In addition to the action of creating a CTA, there
What’s your greatest clue that you’re emailing a support rep who isn’t thinking of you as a human? Let’s start a thread below of the most egregious violations.I had two support email conversations recently where the first reply was a bunch of boilerplate questions that I’d already answered. Fuming. Would hate to create that kind of experience through our own customer success program. Next week, I’m joining two Gainsight experts (@lane_h , and @Tori Jeffcoat ) talk about how to make a digital CS program feel -- and actually be -- human-first.👉 Info & Register 👈 Drop your thoughts below about a clue that someone’s being a robot with you!
Calling all admins! We’re looking for Gainsight game changers with big ideas to contribute to the newly announced Sightline Vault. Sightline Vault is all about harnessing the power of our admin community to make your best practices available to all -- in just a click. Think: NPS JO templates, your favorite playbooks, healthscore configurations, and other Gainsight best practices you can’t live without and want to share with the world. What’s in it for you: Your name in lights! (...almost!) You’ll be credited on any of the solutions you suggest that we publish and we'd love to further showcase you as an admin! Your favorite template or configuration, built to help thousands of future admins The opportunity to influence an amazing program for customer success technologists What we need from you: Share suggestions - favorite templates, configurations, dashboards - let us know what you think other admins would benefit from if they could just click “go!” Permission to showc
We are currently using Wufoo surveys and placing it on a tab in our company's software. Our clients log into their accounts for the first time and fill out those surveys. It's convenient and we get a higher response rate because those particular surveys are in their instance of our software. Once they fill out the survey, the information is stored in Wufoo and a team member exports it and emails it to the proper CSM. We'd like to revamp this process by utilizing Gainsight surveys. This ensures that the survey data is stored in the survey object, which we can then use to populate survey information on the C360. It's a smoother process and allows are CSM's immediate access to the results. To be able to do this, we would need to embed the Gainsight survey onto a tab in our software. I know Gansight surveys are supposed to be used and sent via CoPilot.. but we'd really love it if we could embed it in our software so it's easier for our client's to fill out. Has anyone ran in
Hello out there all you beautiful PX-ers! (or those that may be interested in PX!!) Are you coming to Pulse this year?! If so - make sure to add to your calendars our PX Connections Meetup! What’s In It For Me (WIIFM)?Well for starters - you can meet with the incredible PX CS team! Myself (Kat Kenny, Manager of the CS PX team at Gainsight), and the incredible team of CSMs Alisha Roberts @aroberts , @jnies Julia Nies, and @jmobley Jack Mobley will all be there! Meet other amazing PX Customers - Share best practices, outcomes, strategic objectives, and key learnings with one another! Breakfast and Proximity to Keynote! - We will have Breakfast available in this room (level 3, 3014) and it’s right next door to the Keynote so you can be sure to get a great seat and not have to rush your Breakfast :)TELL ALL YOUR FRIENDS!!! WHERE: LEVEL 3, 3014WHEN: 7:00 AM - 8:00 AM PST SEE YOU ALL THERE!
Does anyone out there have experience with servicing customers with a "group" of CSMs instead of a single CSM? Our team is currently exploring the idea of grouping several CSMs together along with a more junior member and having this group collectively service a patch of customers. The thought here is that the more junior member would learn on the job by supporting the CSMs with the more tactical/day-to-day request while the more senior member focus on the strategic aspects: conducting EBRs, stakeholder engagement, adoption, etc. We're hoping that this would also help mitigate the friction/pains of account transitions when a CSM moves roles or leaves the company entirely. Instead of being assigned a completely new CSM, the customer would still have the familiar names and faces of their dedicated CSM group. Thoughts? Would love to hear if anyone else has experimented with this and/or has other ideas for reducing account transition pains. If so, would also be intereste
I am part of the marketing operations team at AVEVA. We invested in Gainsight to provide deeper customer insights and we are now researching how we can maximise our investment in Gainsight, utilising the customer insights data across other business units within AVEVA.We want to specifically understand if there are any organisations on the same path using the GS platform in conjunction with marketing, utilising their resources, and technology to provide a personalised customer experience that assists in the development of new opportunity through potential expansion or upsell nurture campaigns.Our current marketing automation tool is Marketo so anyone with the same tech would be great, however utilising any MA would be beneficial. If anyone can assist I would appreciate a discussion to understand how you implemented (technology & process) and any best practice you would be willing to share.Many thanks from sunny but cold Scotland!Cheers Allan
It’s been said many times before that Chrome is the best browser to use now days for its security, ease of use, and speed. But the real reason I love Gainsight on Chrome is because of the extensions!The most interesting admin in the world!Chrome extensions are small apps that are built to sit on top of Chrome and extend its functionality. They typically serve a small single purpose like ad blocking, password protection, or to easily schedule a Zoom meeting within Google Calendar. They are distributed through the Chrome Web Store and all go through a full review process by Google.Why I love extensions is because you can customize Chrome to better suit your needs in administering Gainsight. And best of all, you never have to leave Chrome and open another app. Here’s my favorite Chrome extensions that I hope will make your life as a Gainsight admin easier as well. Salesforce Colored FaviconsIf you work in Gainsight on SFDC and/or work in multiple Salesforce environments because you also
Looking forward to discussing one of my favourite topics: why and how CS Operations & Enablement working effectively together is the key to a successful Gainsight environment. Technology is only as good as the enablement behind it. As Gainsight Admins & CS Ops professionals, we need to think like Product Managers. Before building something as simple as a report or a dashboard, let alone editing the 360 views of our customers, we need to ask ourselves: how are my end users going to gain value out of this? Not only that, but how easily will they gain that value?In our world, we often think about things like story points or level of effort, but we need to add two more factors into this: level of impact and ease of adoption.Then, we work backwards from that enablement. In this session, we’ll dive into the actionable tactics you can bring back to your development process to prioritize the user experience and a strong partnership with CS enablement.About Me: by day, I’m the Senior Ma
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